Corporate Advocacy Program: The best way to manage and repair your business reputation. Hiding negative complaints is only a Band-Aid. Consumers want to see how businesses take care of business. All businesses will get complaints. How those businesses take care of those complaints is what separates good businesses from bad businesses.

My boyfriend and I bought a GE microwave from Walmart -- one that they (WM) has exclusive rights to sell -- and within a year the Microwave broke. Just completely would not heat up food any longer. After calling GE they told us to take the microwave back to WM and get a new one because that is their warranty policy with WM. If it's within one (1) year, then WM can either issue a refund or replace the unit with an equal GE product. Well, we just wanted a microwave...no brain surgery here.

When we called (because we didn't want to lug it down to the WM) the manager stated it was over the 90 day return policy period and they refused to replace the item even though their agreement (as per GE) is to replace it within a year if the item breaks due to defection. We went back and forth between GE and WM for days and then gave up. We ended up buying another microwave ($100 for a year of use can get pretty expensive) from another retailer...and it was NOT a GE -- we also went and bought all new appliances for the kitchen -- none of which A) came from WM or B) were GE.

Both companies in my opinion can rip you off in a heartbeat and not look back.

Corporate Advocacy Program: The best way to manage and repair your business reputation. Hiding negative complaints is only a Band-Aid. Consumers want to see how businesses take care of business. All businesses will get complaints. How those businesses take care of those complaints is what separates good businesses from bad businesses.

AUTHOR: IntheKnow - (USA)

SUBMITTED: Friday, February 04, 2011

POSTED: Friday, February 04, 2011

The customer service associates have no way of knowing, or the systems there are not set up as a database of manufacturer's returns policies for the retailers - the claims associates know this but work the returns area in the rear of the store.

Ideally, software at the returns area would dictate as such but Walmart does not have this level of sophistication at its Customer Service area; smaller retail operations would know this type of info more readily.

I believe if you got an Assistant, Co-Mgr or Store Manager involved at first, they would have taken it back then. Then again, ignorance by any Walmart dept is not a defense for their lack of proper execution. The OP should have not had to prove this.

AUTHOR: Not_Me - (United States of America)

Sorry to hear about the terrible run around you got. Any normal person would probably find the same problem with GE pointing the finger at Walmart and Walmart pointing to GE.

I am not normal. I had the same problem, GE microwave from Walmart.com broke after 7.5 months. GE gave me the canned response to take it to the retailer. In this case Walmart.com items can be returned to any Walmart, but it is even more complicated for the Walmart employees to handle and I got all the no's you got. GE rerfused to be pinned down saying that as a condition for selling the GE microwave appliance and other GE products there is a 1 year policy written in the warranty book to return to the retailer. I took it to cust serv in WM and showed them the book and explained the run around, after about 5 times between WM and GE on the phone.

In all fairness, GE did not fail at all. It is squarely WM's responsibility, not that I like GE, but in assigning blame the only thing they are guilty of is not being WM's keeper.

Armed with the warranty policy and after going in person with the oven and spending an hour and a half talking to everyone in WM cust serv and finally supervisor and manager, and making them even call WM.com internally, I got my refund and then using it reordered the product on Walmart.com to pick up there. All worked out, but this is not something you want to do if you have no time to play with people who don't want to deviate from the 90 day return policy and are so stuck thinking that. Just remind them that there is a special case with GE for returns and it is their responsibility and call GE yourself and confirm precisely as I did and tell them that you did at WM, and that it is a WM obligation.

Walmart.com then screwed up the order, I complained again and a manager actually sent me a $25 gift certificate card for WM for the stupidity I had to go through. I got the oven nearly 4 weeks later and it is great.

GE has nothing to do with this. WM must take responsibility and the manager in your case violated his directive and basically stole your money.

AUTHOR: Goldengirl - (U.S.A.)

I had the same problem at my Walmart - so I called GE again and they said to have the Walmart call the same customer service number at GE and they would explain to them - problem solved!

We all need to be more pro-active in our dealings with companies; keep in mind some employees managers didn't train them on that issue - they probably hadn't ever had it come up themselves.

If we are pleasant but do our "homework", not only do we get results for ourselves, but solve the problem for other customers in the future. Companies are not in the business to lose customers - give them a chance to make it right.

AUTHOR: Leticia - (U.S.A.)

SUBMITTED: Monday, March 17, 2008

POSTED: Monday, March 17, 2008

I say that because a few years ago I was in same situation as you (although with a different GE appliance.) and when I called the GE got the same response. So I went back to where I bought it (not Walmart) and got a similar response. That it was past the return/exchange date.

Luckily the person behind me in line had dealt with GE before and had all of numbers and addresses that I needed to get it exchanged by them. (She had been through it as well.) So now I will NEVER buy a GE product anywhere. I see GE I say NEXT.

AUTHOR: J.m. - (U.S.A.)

SUBMITTED: Saturday, March 15, 2008

POSTED: Saturday, March 15, 2008

Yes, he was fully aware of what I was talking about and he insisted even though GE said contrary that the 90 day policy stood no matter what the merchandise was. We even had our receipt for the item. I even showed him the booklet enclosed in the box with the microwave. The manager refused to waiver one bit. He claimed that if I had a problem with the microwave that it was our responsibility to handle it with GE. And of course, I told him we did call GE and they told us to return it to his store and he said, "Well, too bad. Our 90 day return policy stands firm and will not take back this unit for exchange for another microwave."

We called GE back and they told us to fax the receipt to them and they would send us a refund check and deal with that Walmart directly. That was last September (2007) and we have never seen a check for the microwave sale price.

So, no, no one on our end lost their cool. Why is it you just immediately jumped to the assumption that I lost my lid? I have to be diplomatic for my job and have long ago come to the realization that if you want someone to do something for you, you ask them with respect.

In fact, that manager doesn't know is that a woman in his customer service department let me return a defective pair of jeans long after the 90 day return period... so as you can see, I do have a way with people; however, he was not cooperative and from his immediate response, I have a funny feeling he knew he was trying to "pull one over on a customer" in order to get another microwave sale rather than honor the warranty by the manufacturer. Which in the end, lost him a customer altogether.

AUTHOR: Steve - (U.S.A.)

SUBMITTED: Friday, March 14, 2008

POSTED: Friday, March 14, 2008

Did you explain that it was under warranty from GE and was meant to go back to the store? Or did you just explain that it quit working and not bring it up, because 90 days is just their standard return policy. Sounds more of a mis-communication or you not working with them to help you and instead blowing your lid on them for not knowing every one of the thousands of products in their store.

Corporate Advocacy Program: The best way to manage and repair your business reputation. Hiding negative complaints is only a Band-Aid. Consumers want to see how businesses take care of business. All businesses will get complaints. How those businesses take care of those complaints is what separates good businesses from bad businesses.